ANNUAL REPORT 2010

Mission
To fulfill the needs of individuals and
communities where Mercantil has
presence, by providing excellent
financial products and services in
various market segments, enhancing
shareholder’s value by efficiently using
our available resources.
Vision
To be the independent financial
institution of reference in the areas of
banking, asset management and
insurance in the markets we serve.
Strategic
Positioning
Mercantil bases its strategic guidelines on its
corporate mission, long-term strategic vision and its principles and values.
Principles and Values
• To be the best financial services provider measured by the degree to which customers’ needs and
expectations are met, through products and services considered by them as the best in the market.
• To be the financial institution of reference in terms of excellent service quality.
• To be recognized for having sound and proven ethical principles.
• To be an integral institution and an important factor in the development of the community and
places in which it is involved.
• To have the best and most capable group of human resources.
• To exercise optimum risk management along with an excelent assets and liabilities management.
• To maintain a constant focused approach to the operating efficiency of the organization as a
whole, using technology to support the overall exercise of its management.
• To be a modern and innovative institution, capable of anticipating the requirements of its
customers and the organization’s response.
• To be an institution with a broad shareholder base, governed by the best principles of
transparency and access to information that our shareholders and the securities market expect.
Mercantil continues to implement a global business strategy based on the development of
client value differentiation to satisfy all their banking, insurance and wealth management needs.
In 2010, Mercantil focused its efforts on the continuous improvement of processes and
products to meet financing needs in different segments, following established risk parameters,
such as a wider offer of electronic and self-service products in line with its aim to improve the
quality of customer service through different channels.
Within the framework of the differentiated value proposals, Mercantil continued to implement
the Mercantil Aliado network targeted at the Majority Market. All of this enhanced Mercantil’s
knowledge of and contact with its clients and its ability to customize the product offering and
mix to their financial needs.
In our international network through an approach based on client value differentiation to meet
the financial clients’ needs, we continue to strengthen our activity in the United States, Latin
America, Europe and Asia. Hence we have continued with our growth and diversification
strategy to boost domestic activity in the United States and Panama. We have also
strengthened our activity in Switzerland as a key factor in developing the Private Banking and
Wealth Management business.
All of this has been undertaken in strict compliance with the regulations applicable in the
countries where we operate, with strong capitalization and with the principles of transparency
and sound management which are key to Mercantil’s strategic positioning, the nature of the
institution and its day-to-day activity.
Mercantil Servicios Financieros
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